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Technical Support Call Center Tech I

Job Description

Job Purpose:

Handles incoming customer calls, emails and faxes related to Securus systems, applications and products which includes but is not limited to Securus Call Platform (SCP) user interface questions. Responsible for providing detailed initial troubleshooting and problem resolution on basic features & functionality of Securus User-Interfaces, applications, third party systems along with supporting general customer inquiries. Responsible for accurately gathering information, generating and documenting tickets within the ticket tracking system and providing customer responses to inquiries within the defined/measured time frames.



Responsibilities

Essential Duties:

  • Accurately document trouble tickets including troubleshooting steps to final resolution and root cause with full resolution confirmation being obtained from the customer for all owned tickets before closing. 
  • Answer and manage customer inquiries via incoming calls, e-mails, and fax requests.
  • Diagnose and resolve technical hardware and software issues involving network connectivity, software feature performance, hardware functionality, etc.
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
  • Proactively review and troubleshoot each component related to an event to ensure that the issue being reported is not a repeated problem, so review previous the ticket history to rule that out. 
  • Provide effective and timely communication on open issues providing estimated time of resolution to customers (internal & external).
  • Responsible for accepting and /or assisting in problem analysis for Facility Service Representatives (FSR) and serve as mentors to FSRs.
  • Responsible for effectively monitoring personal ticket queues to provide updates on a frequent basis to ensure customer satisfaction.

Knowledge, Skills, and Abilities:

  • Proficiency with working with Microsoft Office suite, such as PowerPoint, Excel, Word with strong typing/data entry skills.
  • Ability to handle and prioritize multiple projects and tasks simultaneously.
  • Strong customer service, interpersonal skills with a positive attitude & self-motivated
  • Good analytical and decision making skills.
  • Ability to communicate effectively both orally and in writing.
  • Strong organizational skills; attention to detail.
  • Flexibility to work the assigned schedule as business needs require within a 24/7/365 support environment.
  • Must have access to high-speed internet for remote connectivity to Securus network when applicable.
  • Knowledge of relevant software computer applications and equipment.


Qualifications

Minimum Qualifications:

  • High School Diploma or a General Equivalency Diploma (GED)
  • 0-3 years’ experience in a technical support and/or in a help desk service environment with a focus on telecommunications and/or software support.
  • Basic Telephony experience
  • Comp TIA A+ Certification
  • Microsoft SQL Database Experience
  • Experience in providing remote network support.

Preferred Qualifications:

  • Associates or Bachelor’s degree, preferably in Information Technologies, Computer Science or Electronics Engineering.
  • Correctional industry experience preferred.

Physical Requirements:

Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools.  May be required to lift up to 25 pounds. It is the Company’s policy to provide equal employment opportunity to all individuals. Securus will not discriminate against any associate or qualified job applicant with respect to any terms, privileges, or conditions of employment because of that person’s race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic or status protected under local, state or federal law, ordinance or regulation.

Job Requirements

 

Job Snapshot

Location US-TX-Carrollton
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type Other, IT & Technical
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Company Overview

Securus Technologies Inc

Securus Technologies provides leading edge civil and criminal justice technology solutions that improve public safety and modernize the incarceration experience. Thousands of public safety, law enforcement and corrections agencies rely on Securus for secure, simple and powerful technology solutions that are always accessible and easy to use. With hundreds of patents and scores of engineers, technologists, designers and thinkers innovating solutions, the technology here is second to none. Learn More

Contact Information

US-TX-Carrollton
Snapshot
Securus Technologies Inc
Company:
US-TX-Carrollton
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Other, IT & Technical
Store Type:

Job Description

Job Purpose:

Handles incoming customer calls, emails and faxes related to Securus systems, applications and products which includes but is not limited to Securus Call Platform (SCP) user interface questions. Responsible for providing detailed initial troubleshooting and problem resolution on basic features & functionality of Securus User-Interfaces, applications, third party systems along with supporting general customer inquiries. Responsible for accurately gathering information, generating and documenting tickets within the ticket tracking system and providing customer responses to inquiries within the defined/measured time frames.



Responsibilities

Essential Duties:

  • Accurately document trouble tickets including troubleshooting steps to final resolution and root cause with full resolution confirmation being obtained from the customer for all owned tickets before closing. 
  • Answer and manage customer inquiries via incoming calls, e-mails, and fax requests.
  • Diagnose and resolve technical hardware and software issues involving network connectivity, software feature performance, hardware functionality, etc.
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
  • Proactively review and troubleshoot each component related to an event to ensure that the issue being reported is not a repeated problem, so review previous the ticket history to rule that out. 
  • Provide effective and timely communication on open issues providing estimated time of resolution to customers (internal & external).
  • Responsible for accepting and /or assisting in problem analysis for Facility Service Representatives (FSR) and serve as mentors to FSRs.
  • Responsible for effectively monitoring personal ticket queues to provide updates on a frequent basis to ensure customer satisfaction.

Knowledge, Skills, and Abilities:

  • Proficiency with working with Microsoft Office suite, such as PowerPoint, Excel, Word with strong typing/data entry skills.
  • Ability to handle and prioritize multiple projects and tasks simultaneously.
  • Strong customer service, interpersonal skills with a positive attitude & self-motivated
  • Good analytical and decision making skills.
  • Ability to communicate effectively both orally and in writing.
  • Strong organizational skills; attention to detail.
  • Flexibility to work the assigned schedule as business needs require within a 24/7/365 support environment.
  • Must have access to high-speed internet for remote connectivity to Securus network when applicable.
  • Knowledge of relevant software computer applications and equipment.


Qualifications

Minimum Qualifications:

  • High School Diploma or a General Equivalency Diploma (GED)
  • 0-3 years’ experience in a technical support and/or in a help desk service environment with a focus on telecommunications and/or software support.
  • Basic Telephony experience
  • Comp TIA A+ Certification
  • Microsoft SQL Database Experience
  • Experience in providing remote network support.

Preferred Qualifications:

  • Associates or Bachelor’s degree, preferably in Information Technologies, Computer Science or Electronics Engineering.
  • Correctional industry experience preferred.

Physical Requirements:

Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools.  May be required to lift up to 25 pounds. It is the Company’s policy to provide equal employment opportunity to all individuals. Securus will not discriminate against any associate or qualified job applicant with respect to any terms, privileges, or conditions of employment because of that person’s race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic or status protected under local, state or federal law, ordinance or regulation.

Job Requirements

 
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Technical Support Call Center Tech I Apply now